Terms of Service

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Effective: 19 May 2026

1. About these terms

These terms apply to anyone who orders, reserves, or browses through Shaun the Sheep (شان د شیپ), operated in Dubai, UAE. By placing an order or reserving a table, you agree to them.

2. Ordering and payment

• Prices are in UAE Dirham (AED), inclusive of any service charge shown on the order.
• A 5% service fee is added automatically to every order.
• Delivery fees vary by zone and are shown before checkout.
• Online card payments are processed by Network International. Your card is charged at the moment your order is placed.
• If an item turns out to be unavailable after you ordered, we will call you to substitute or refund.

3. Pickup, delivery, and dine-in

We are open 24 hours, every day of the week. Delivery times are estimates (typically ~35 minutes) and can vary by traffic, weather, and order volume. For dine-in, your reserved arrival time is held for 20 minutes past the booking — please call ahead if you'll be late.

4. Allergens and dietary information

Kalle pache is a traditional dish containing sheep brain, tongue, head meat, and trotters. We do our best to disclose major allergens, but our kitchen handles wheat, dairy, eggs, sesame, and tree nuts. If you have a severe allergy, please call 04 321 8882 before ordering — we cannot guarantee an allergen-free kitchen.

5. Cancellations and refunds

• Before we start cooking: full refund. Call us within ~5 minutes of placing the order.
• After cooking has started: we refund only what can no longer be served (we can't take back a bowl already prepared for you). The service fee is non-refundable once cooking begins.
• Reservations: free to cancel any time. No-shows are tracked; repeated no-shows may result in requiring a deposit for future reservations.
• Refunds are returned to the original card via Network International, typically within 5–10 working days.

6. Reservations

Reservations are held as requested. We may contact you at the phone number you provide to confirm or adjust. Tables are held for 20 minutes past the booking time.

7. Acceptable use of the website

Please don't try to scrape, attack, overload, or impersonate the site or our staff. We log all order and reservation submissions; abusive behaviour will be reported to authorities.

8. Liability

Our liability for any claim is limited to the amount you paid for the order or reservation that gave rise to the claim. We are not liable for indirect, consequential, or incidental damages. Nothing in these terms limits your statutory rights under UAE law.

9. Governing law

These terms are governed by the laws of the United Arab Emirates. Any disputes will be heard by the courts of the Emirate of Dubai.

10. Sangak Club (bread plan)

• What it is: Sangak Club is a prepaid bread plan that continues in 4-week cycles until you stop it. You choose the dates, breads, quantities and delivery window (or pickup), and pay for each cycle in advance, by card. Each delivery becomes a normal order in our kitchen the evening before.
• No automatic charges: we never store your card or charge it automatically. 7 days before each new cycle we send a pay link by WhatsApp, and your card is charged only when you tap Pay. If your plan balance covers the new cycle, you only tap to confirm — the balance is never used without your tap. If the new cycle is not paid or confirmed by 8:00 PM (Dubai time) the evening before its first delivery, the plan pauses: nothing is charged and nothing is delivered until you resume it from your plan page or the pay link (subject to a free place in the Club). You can also pause deliveries for up to 3 weeks at a time (the value of paid days in the pause goes to your plan balance), or turn off “Keep my bread coming every 4 weeks” so the plan ends after the current cycle.
• Changes and skips: you can change, skip or un-skip a delivery until 8:00 PM (Dubai time) the evening before it. After that cut-off the delivery is locked and goes ahead as planned.
• Plan balance: the value of a delivery you skip, and of any delivery we cannot make (a day we are closed, or a delivery we cancel or cannot bring on time), goes back in full to your plan balance — not to your card at that point. The balance pays for your next deliveries and renewals, and does not expire while your plan is active.
• Cancelling the plan: cancel any time from your plan page; we ask for the last 4 digits of the plan's phone number to confirm. Every future delivery that is not yet locked is credited, and the whole balance is refunded to the card you paid with. When a plan ends because you turned off “Keep my bread coming every 4 weeks”, its balance is refunded the same way.
• Refunds: refunds go back to the original card via Network International, typically within 5–10 working days. A balance left unused for 30 days after your last delivery, with nothing scheduled (for example while your plan is paused because a cycle was not paid), is refunded automatically. A plan that stays paused for 60 days because a cycle was not paid is closed, and any remaining balance is refunded to your card. Locked or delivered deliveries are not refundable, unless we did not deliver them.
• Pickup: your bread is held on the Club shelf at Shaun the Sheep, Jumeirah 1, until 120 minutes after the end of the window you chose.
• Prices and messages: subscriber prices and delivery fees are shown before you pay and stay fixed for the cycle you paid for; 5% VAT is added to bread and extras (the delivery fee carries no VAT). Plan messages — confirmation, the evening-before reminder, renewal pay links and reminders, pause notices, credits and refunds — go by WhatsApp to the plan's phone number. Your plan page link works like a key: do not share it.

11. Contact

Questions? Call us on 04 321 8882 — we answer 24/7.

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